Vice President of Marketing Strategy

Position Overview
The Vice President of Customer Support Operations is responsible for formulating and managing the company's customer support operations strategy. This role involves establishing standardized, efficient support systems to enhance service quality, response efficiency, and overall operational performance.
The position requires close collaboration with Customer Service, Product, Technology, Sales, Marketing, and Operations teams to continuously optimize support processes, service standards, staffing, and operational tools, ensuring a consistent and efficient service experience for customers.
Key Responsibilities
Formulate and execute the company's customer support operations strategy and annual operational plan.
Oversee the overall management, organizational planning, and performance management of the customer support operations team.
Establish standardized customer support processes, service protocols, and operational policies.
Supervise operational workflows for customer inquiries, issue resolution, ticketing, and escalation management.
Define and manage key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
Analyze support data and customer feedback to identify operational issues and opportunities for improvement.
Optimize support processes to enhance team response and issue resolution efficiency.
Drive cross-functional collaboration with Product, Technology, Sales, Marketing, and other operational departments.
Establish mechanisms for handling major customer issues and escalations.
Manage workforce planning, resource allocation, training, and performance management for the support team.
Drive the effective use of CRM, ticketing systems, knowledge bases, and other support tools.
Manage the customer support operations budget and related resources.
Establish mechanisms for quality management and continuous improvement in customer support.
Report regularly to the CEO and senior management on customer support operational performance.
Drive automation, process optimization, and best practices to improve overall support efficiency.
Qualifications
15–20+ years of experience in customer support, customer service, service operations, business operations, or related fields.
10+ years of experience in customer support operations, senior management, or leading large teams.
Proven experience in establishing or optimizing customer support operational systems.
Familiarity with customer service metrics, ticketing management, service quality, and customer satisfaction management.
Strong capabilities in data analysis, operational management, and problem-solving.
Experience driving cross-functional process optimization and the implementation of operational projects.
Excellent communication, coordination, and stakeholder management skills. Proficient in CRM systems, customer service ticketing, knowledge bases, and customer service management tools.
Possesses strong capabilities in team leadership, staff development, and performance management.
Able to manage priorities effectively in high-pressure, multi-tasking environments.
Bachelor’s degree or higher; majors in Business Management, Operations Management, Customer Service, or related fields preferred.

Work arrangement
Yes